Senior Tier 3 Social Cust Expr Technician

Every great story has a new beginning, and yours starts here.

Welcome to Warner Bros. Discovery… the stuff dreams are made of.

Who We Are…

When we say, “the stuff dreams are made of,” we’re not just referring to the world of wizards, dragons and superheroes, or even to the wonders of Planet Earth. Behind WBD’s vast portfolio of iconic content and beloved brands, are the storytellers bringing our characters to life, the creators bringing them to your living rooms and the dreamers creating what’s next…

From brilliant creatives, to technology trailblazers, across the globe, WBD offers career defining opportunities, thoughtfully curated benefits, and the tools to explore and grow into your best selves. Here you are supported, here you are celebrated, here you can thrive.

Your New Role…

The Senior Social Advanced Support (Tier 3) Technician will be a lead on the Customer Experience (CX) Strategy & Ops team, acting as a subject matter expert for WBD’s streaming products/services and provide social advanced support for issues that cannot be resolved by lower tiers and/or other Advanced Support team members/teams. As a lead contributor on the CX Social Advanced Support CX team, they will focus on delivering day-to-day coaching/support to all tiers, identifying workflow requirements, operational/tool enhancements, data analysis, advanced problem solving, and partner regularly with leadership. She/he will provide ongoing escalation guidance to the CX Social Advanced Support team and act as a close collaborator to extended cross-functional teams across WBD Digital Products. The ideal candidate will exhibit a combination of strong technical acumen and customer service excellence, as well as have the ability to prioritize and resolve/complete complex issues/projects with professionalism and poise. She/he will work closely with CX Management to continuously challenge/define/refine what excellence means for CX and empower the CX Social Advanced Support team to continuously deliver on these goals to achieve the highest levels of customer satisfaction and support.

Your Role Accountabilities…

• Function as a subject matter expert on WBD streaming products/services, as well as all responsibilities maintained by the Social Advanced Support teams and continuously remain current in that knowledge
• Partner with CES management to oversee and improve upon all aspects of escalations, identifying workflow requirements and gaps, as well as overall support process development, improvement, and team coaching opportunities
• Identify advanced troubleshooting workarounds and support recommendations for issues that cannot be resolved through existing knowledge base articles or other known troubleshooting steps
• Work cross-functionally with Leadership, extended QA, Engineering, Product and Program Management teams within Digital Products to troubleshoot escalated issues for resolution
• Responsible for overseeing escalations from junior Social Advanced Support members, helping to facilitate escalations, and providing additional assistance through potential workarounds/advanced troubleshooting techniques when needed
• Work closely with the Social Advanced Support Team Managers in the day-to-day coaching and support of the Social Support teams
• Conduct deep dives into emerging issues, perform root cause analyses and recommend potential solutions for advanced issues
• Able to act as backup for all support teams across engagement channels and tiers, actively monitoring key social and community channels, helping to quickly respond to social inquiries that need immediate assistance, as well as identify and guide potentially sensitive conversations to a swift resolution
• Help track and identify trends across social channels, based on conversation topics, locations, and other noticeable patterns to identify emerging issues
• Support CES crisis/event management efforts by providing technical guidance and support-related updates during service disruptions, outages, movie/show premiers, and high impact events
• Work continuously to enhance product knowledge across CES team on an ongoing basis
• Provide product training to frontline technical support teams and act as a mentor to junior Social Advanced Support team members
• Help translate product knowledge to create efficiencies in support services and training curriculum
• Partner with CES Product Management and UX writing teams to capture and translate new product information into Customer- and Agent-facing support content
• Work with extended CES team and the Social and Community Manager to continuously identify and recommend best practice approaches for improving the support experience and operational processes
• Participate in collecting and surfacing product issues/feedback to design and development teams